RANT Casino - Player's winnings remain unpaid after account closure.

Hello

Last year, in July, I won approximately $7000 from Rant Casino. Shortly after this win, my account was closed without any explanation.

I contacted them several times, and eventually I got a response from their email support which said the following;

'Dear Livia,

We hope this email finds you well. We are contacting you to inform you that we have stopped offering our services due to a management's discretionary decision.

Although it saddens us, we are grateful to have had you as part of our player base, and thank you for your choosing and trusting us during this time.

We wish you the best in your future endeavors and remind you shall you have further questions or concerns, you can contact us at any time through our live chat or email.

In order to send your remaining balance, we kindly ask you to create an account with Ecopayz wallet and provide the information to us so we can proceed to send the corresponding amount.

Please see the following link for more information.

https😕/payz.com/

Kind Regards,

RANTcasino

As requested, I created a Payz account and then verified it, and then I passed the details over to Rant Casino, to no response. I've chased them five times via email, and several more times on live chat, most recently in October where they told me it would be processed shortly. It has been months since then, and I'm unable to get a response from Rant Casino about the status of my withdrawal.

Asking me to make a Payz account seemed pretty weird, but I did it anyway in order to receive the payment, which has never been sent.

I'd like to ask for your help please in retrieving my winnings.

Kind regards

Livia

Dear livinitup,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you received any response whatsoever from the casino regarding your payout since the casino asked you to create a Payz wallet?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

I had been depositing and withdrawing from the casino in the past without any issue. I had passed through their verification process, including taking selfies 'on demand' to match to my ID.

My winnings were a mixture of winnings from deposit bonuses, and from just deposits too.

Since they asked me to create the Payz account, they've then no responded, and that's been for about 8-9 months now. I did get a vague respond on live chat just repeating the request to make a Payz account but there was no follow up from that.

I don't really understand their position, because they've admitted that I've won the money and accepted that they'll pay it, but then strangely asked for this to go to Payz, but that would be in violation of AML rules which state that deposits and winnings have to be returned to source. Until they brought Payz up, I'd never heard of them, so why would they ask for the funds to be sent to a brand new / relatively unknown source?

I had uploaded four screenshots of the full email conversation history with my initial complaint, have you got those? I'll email you now too.

Thanks

Livia

Thank you very much, livinitup, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello livinitup,

It's Michal again. I have taken over this complaint as well. I have reviewed your case, and I will contact the casino to shed more light on this.

We would like to invite RANT Casino to join the conversation.

Dear RANT Casino,

Could you kindly furnish details regarding the delay in disbursing the remaining funds to the player?

Hello,

The player will be contacted to provide the best solution.

Thanks,

RANT Team

Dear livinitup,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello

It seems Rant Casino did try to send me the money, this time via Mifinity, but my Mifinity account was unexpectedly unverified and while I've been sending them documents, it's been taking a while. I'm hoping to pass verification again today, but in the meantime I've provided Rant Casino with my full banking details for a transfer there instead.

I'll update here once I've heard back.

Livia

Dear livinitup,

Thank you for the update. I'm hopeful that the transfer through Mifinity will go smoothly after passing the verification.

I'm looking forward to your confirmation of receiving the funds.

Hello,

I was able to get my Mifinity account verified and I have given the details to RANT Casino. I did give them my bank details a few days ago but I haven't heard back.

Best regards,

Livia

Hello again

Since confirming my bank details with Rant Casino and confirming that my Mifinity account is verified again, they've stopped responding to me.

This is quite similar to what originally happened. We got to the point of having arranged the payment details and then at the very end, they failed to send it and stopped answering me. I am concerned now that the same thing is happening again. Could a representative from Rant Casino confirm when my withdrawal will be paid?

Thanks

Livia

Dear livinitup,

The casino team will contact you shortly with further information. Please rest assured that your case is being actively addressed. The casino team encountered a slight delay and some issues with your Mifinity account verification, but I am optimistic that we will see progress soon.

Hi Michal, thanks for the info. I did get an email asking for some unusual details (unusual to me because I've not sent money internationally or received it before which I think is what they're doing) which I didn't have to hand, but I think I've provided that now. I've also been able to get confirmation from Mifinity that my account is now fully verified, so if they retry the payment it'll work.

Hi

I'm delighted to say I received $6401.80 today - which I think is the right amount as they sent it in euros so not every cent showed up that I originally won. Having said that, I'm very pleased at having received the money.

Thank you to CG for taking up my complaint, and thank you Rant Casino for responding and processing my account balance.

Livia

Great news, livinitup. I'm glad to hear that you finally successfully received your winnings.

Just so you know, RANT Casino is an International casino and the variety and accessibility of payment methods are not always managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands." Anyway, I'm happy the situation has cleared up and you got your winnings. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino Guru